Job Title: Contact Center Manager

Position Location: Raleigh, NC

Your impact:

As Coastal's Contact Center Manager, you'll have the opportunity to use your leadership and management skills to oversee the department responsible for level two member calls, digital secure messages, escalated member concerns, and remote member inquiries regarding electronic services such as online banking, mobile, and bill pay. You'll also have the opportunity to use your strong interpersonal skills as you build a highly engaged team, partner with our internal business units, and act as the liaison between the Contact Center and Co-op Call center.

The contributions you can anticipate making:

Leading division results and goals by:

• Maximizing member service and maintaining established service levels
• Analyzing current business practices and identifying areas for improvement
• Presenting proposals for your recommended changes and coordinating implementation
• Accomplishing annual planned projects
• Preparing reports for management on the activity of the department

Developing team by:

• Identifying each of your team member's talents and helping them do more of their best work
• Holding meaningful weekly check-ins with each team member to build relationship, trust, and provide the opportunity for coaching, feedback, and recognition
• Conducting performance reviews
• Building a culture that embodies Coastal's values
• Cross-training to ensure optimal coverage
• Assisting with the optimizing of staff and processes
• Ensuring your staff has the knowledge and tools needed to perform well

Providing exceptional member service by:

• Taking member escalations and solving at the lowest possible level
• Building relationships with other departments, including Co-op Call Center and relaying relevant information to them
• Tracking member feedback and implementing changes accordingly
• Building a positive culture that inspires your team to do their best
• Ensuring your staff has the knowledge and tools needed to perform well

Protecting Coastal by:

• Ensuring staff is capable of providing adequate service at all times
• Providing support for internal/external auditors
• Resolving audit and exam findings
• Ensuring the BCP preparedness of division
• Controlling expenses and unit costs
• Ensuring staff is following operating procedures to minimize security risk

To be successful in this role, you will be:

• A person who derives satisfaction from influencing and motivating others, building rapport, and creating an atmosphere where collaboration as well as individual strengths can thrive
• An individual who enjoys being the decision maker in demanding situations
• An achiever who thrives on the opportunity to lead a team successfully toward goals
• Someone who enjoys listening to the findings others present and then using his/her expertise to make recommendations for change when necessary
• A person who is willing to travel occasionally

Interested? Here's what we need to see on your resume:

Experience:

• Five years of supervisory, team leadership, or staff development experience in a call center environment
• At least five years of financial institution branch or call center operations experience
• Experience working across multiple departments or with vendors

Education: Related bachelor's degree preferred

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 3/18/2024.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

• Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans